Service Support Administrator

About the Company
Established in 2011 Fourteen IP Communications is one of the leading global providers of specialist voice and data solutions to the Hospitality Industry. We are a people centric company who are proudly accredited by Investors in People to Gold standard. We believe that people are at the heart of everything we do and treat our colleagues, customers, and partners like family.
At Fourteen IP we are passionate about our Innovation and communication we continuously strive to develop new ideas and solutions that will benefit our customer and our people, it is our vision to create the most innovative solutions for the hospitality industry, enabled by people and power by AI and data intelligence.
If you are looking to take the next step in your career, working in an environment that will allow you to both develop and challenge yourself then this is the role for you. The successful candidate will become an integral part of the business, helping to deliver exceptional levels of customer service and innovation.

Job Purpose
The purpose of a Fourteen IP Communications Ltd Service Support Administrator is to ensure that operational support requests are responded to and fulfilled in line with the companys contractual obligations, targets and standards.
Main Duties & Responsibilities

• Receive incoming customer support requests, which could relate to faulty equipment or requirements for equipment moves, additions or changes, via both phone and e-mail.
• Record and process customer support requests real time and in sufficient detail utilising the companys Servicemax CRM system.
• Where applicable compile accurate quotations, estimates or proposals for chargeable support works, moves, additions or changes.
• Co-ordinate both chargeable and non-chargeable support requests, moves, additions and changes in line with company service level agreements and standards.
• Ensure that documentation and information relating to chargeable and non-chargeable support requests, moves, additions and changes is provided, obtained and recorded in line with company procedures.
• Invoice for chargeable support requests, moves additions and changes in line with payment terms and client credit accounts.
• Create, produce and review appropriate support related reports re quested by the Head of Support Services.
• To respond, resolve and when appropriate escalate, customer or prospective customer concerns or queries.
• Attend and participate in relevant meetings with the management team, technicians, customers and suppliers as and when required.
• Establish and maintain effective interpersonal relationships with those contacted during work.
• Complete required training for the post and strive to meet development objectives.
• Perform any other / or additional duties as dictated by the needs of the business.

Person Specification
Essential Experience and Skills Required for Post:

• Previous experience in a service support role, preferably within the IT/Telecoms sector.
• Scheduling experience would be beneficial.
• Excellent IT skills, including Excel and Microsoft Office.
• Experience producing customer quotations, estimates and costings for voice and data products and services.
• Experience processing supplier and sub-contractor purchase orders preferably within an IT/Telecoms support environment.
• Ability to work in a fast-paced environment.
• Experience of having provided administrative support to multiple projects.
• Highly organised with the ability to prioritise workload and work accurately.
• Demonstrate ability to work to targets and deadlines.
• Strong written and verbal communication skills with the ability to build good working relationships face to face and over the telephone.
• Ability to work as part of a team

Full Time - 38.75 hours per week
22 days Holiday increasing with service to a maximum of 25 days, Pension, Employee Assistance Program, Private Medical Insurance,.

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Location: Goose Green, GB

Posted Date: 9/25/2024